Assessing Your Customer Service

Consider the following options for using this assessment tool:

• Identifying Areas of Developmental Opportunity: Have your customer service team respond (individually or as a team) to the questions. Explore areas they identify as needing improvement.
• Identifying Customer Expectations: Have members of your customer service team complete this assessment measuring their personal effectiveness. Invite some of their internal and external customers to complete the assessment as well. Use the results to determine areas where the perceptions differ.

For each statement, indicate the % of time these customer service behaviors are demonstrated. (Example: If a customer service provider greets customers in a friendly and timely manner half the time, indicate 50% on the line provided.)

Print the completed form for the assessed person or team to use as a tool for developing customer service improvement goals.